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VOL. 5, ISSUE 1 (2023)
Influence of e-service quality on customer satisfaction and behavioural intentions: A review study
Authors
Ajay
Abstract
The study of impact of e - service quality on customer satisfaction and
behavioural intentions has grown many folds over the years with the rapid use
of travel websites by travelers for planning their trip. Thus, it is evident
that the scholars in the field of tourism & hospitality have enriched the
body of literature and continue to discuss on the relationship of service
quality of travel websites, customer satisfaction and behavioural intentions.
Understanding and reviewing the present literature of their relationships
enable not only to have a conceptual clarity of these variables but also help
in exploring the future areas of research in this domain. Even the management
of travel or hotel companies having websites should carefully think over the
importance of service quality for gaining a competitive advantage over other
companies and to deliver better services to their customers. Hence, information
on this topic is pivotal for both academicians as well as for practitioners. To
suffice the information needs, the present research paper involves review of
the previous literature and its synthesis to summarize impact of e-service
quality on customer satisfaction and behavioural intentions. The findings of
the study suggest that e-service quality of travel or hospitality websites is
directly related to online customer satisfactions which consequently result in
forming positive behavioural intentions about the website.
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Pages:136-140
How to cite this article:
Ajay "Influence of e-service quality on customer satisfaction and behavioural intentions: A review study". International Journal of Management and Commerce, Vol 5, Issue 1, 2023, Pages 136-140
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